Business Profile

Garbage Removal

Rumpke Waste & Recycling

Complaints

This profile includes complaints for Rumpke Waste & Recycling's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

392 total complaints in the last 3 years.
138 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A Rumpke serviceman picked up the trash on Sept 9th morning. Today I spoke with a Rumpke representative (Kelsey) and we reviewed the service actions taken and the issues with the truck routes. Kelsey will also be initiating a credit for the 2 missed Tuesday trash pickups. She assured me that our Tuesday pickup schedule will move forward correctly.

Regards,

******* ****
Business Response
Date: 09/12/2023
September
12, 2023

Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE:
Complaint number ********
******* ****
**** ****** **** **
*********** ** *****

Dear *** ****,

Thank
you for the opportunity to address *** ****** concerns. Customer service is
very important to us, and we take her complaint seriously.

We
apologize for the frustration *** **** has expressed as this is certainly not
Rumpke’s standard of service. We can confirm that the trash was serviced on
September 9, 2023. We have addressed the issues regarding the service with our
operations team and are confident the issue is resolved.

Should *** **** require further assistance she is more than welcome to contact
me directly. My phone number and direct extension are ###-###-####.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
Date:09/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
All of a sudden my husband and I started getting trash bills from Rumpke, even though we have never signed up for service from them, nor have they ever picked up our garbage. I have tried numerous times to get ahold of them, but I have to work and can’t take days off to deal with this. When I finally got off early today, they are refusing to get rid of the bill. I believe this is illegal. I don’t want this going on my credit, and they shouldn’t be able to get away with deceptive business practices like this.
Business Response
Date: 09/12/2023
Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite
600
Cincinnati, OH 45202

Complaint ID: ********
******* *******
***** ** ***** *
******* ** *****

Dear *** ****,

Thank you for the opportunity
to address the concerns presented by *** *******. First and foremost, we
apologize for the experience. This is certainly not our standard of service,
and we take matters like this one very seriously.

After receiving this
notification, our team reviewed the account in question and reached out to *** *******.
We believe we have resolved *** ********* complaint.

Please contact me
directly if you need additional information.

Sincerely,

Josh B***
Rumpke Waste and
Recycling
Customer Service Manager
Initial Complaint
Date:09/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I have spoken with a representative from Rumpke however I am not confident my issue will be resolved long term. I was offered a credit for our missed service. That is a short term fix and an obvious solution for a service I did not receive. There has to be a better solution with communication within this company. After the complaint we had 3 different Rumpke trucks attempt to service us in one day. I requested the representative to contact me on our next scheduled service day to verify the company is following through with their commitment for a solution. I had at least two trucks show up to pick up garbage the following week. I greatly appreciate that my garbage was picked up as scheduled but I never received my call from the representative to follow up even after my complaint was mixed up with another customer complaint and I reminded her of this follow up. There is a communication breakdown within this organization. I don’t require multiple trucks on my service day as that is a waste of resources and time for the drivers. I thought my request was very reasonable and would show me there was a commitment to better communication and accountability.

Regards,

***** *******

Business Response
Date: 09/08/2023
September
8, 2023

Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE:
Complaint number ********
***** *******
** ********* ***
********** ** *****

Dear *** ****,

Thank
you for the opportunity to address *** ********* concerns. Customer service is
very important to us, and we take her complaint seriously.

We
apologize for the frustration *** ******* has expressed as this is certainly
not Rumpke’s standard of service. We can confirm that *** ********* trash was
picked up on September 7, 2023. We have addressed the issues regarding the
service with our Operations team and are confident the issue is resolved.

Should
*** ******* have any other concerns, she is welcome to call me directly at
###-###-####.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Business Response
Date: 09/18/2023
September
18, 2023

Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE:
Complaint number ********
***** *******
** ********* ***
********** ** *****

Dear *** ****,

Thank
you again for the opportunity to address *** ********* concerns.
Customer service is very important to us, and we appreciate the opportunity to
address her concerns.

We
apologize for the frustration *** ******* has expressed as our goal is to
provide full resolution to her complaint. In good faith we have reached out to
*** ******* with an action plan regarding follow up.

Please feel free to reach out to me if additional information is needed. My
phone number and direct extension are ###-###-####.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer Answer
Date: 09/19/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have used this company for trash pickup for 10 years. Service was great until recently. We had to call for the past 4 weeks because our trash has not been picked up. A neighbor across the street also uses Rumpke and her trash is picked up. The Pat answer when I call is sorry, we have 48 hrs. To get your trash from when you call. I call on the day it was missed. With this weather the odors are beginning to show themselves. Why can’t they come on the scheduled day?
Business Response
Date: 09/11/2023
Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite
600
Cincinnati, OH 45202

Complaint ID: ********
***** *********
**** ********* **
******** ** *****

Dear *** ****,

Thank you for the opportunity
to address the concerns presented by *** *********. First and foremost, we
apologize for the experience. This is certainly not our standard of service,
and we take matters like this one very seriously.

After receiving this
notification, our team reviewed the account in question and reached out to *** *********,
and we believe we have resolved *** *********’ complaint.

Please contact me
directly if you need additional information.

Sincerely,

Josh B***
Rumpke Waste and
Recycling
Customer Service Manager
Initial Complaint
Date:08/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rumpke took over my carrier Apple with notice by email starting May 19. I had paid for services with Apple through May 30, 2023. Rumke generated a bill starting June 1, 2023 for 3 month services. I did not continue services with Rumpke, no services were rendered by Rumpke at my service address after May 30. After calling customer service they refuse to correct the billing. I have been charged $84 for 3 months starting June 1, 2023 and they have not rendered any garbage service during this time period. The representative cancelled service today but refused to correct the billing to reflect I did not sign up for services with Rumpke and contacted them in May stating I did not want them as my garbage provider. This billing is fraud as Rumke has not provided and garbage service from June 1 through current.
Business Response
Date: 08/29/2023
Complaint ID: ********
******** *******
**** * ****** **** ***
******* ** *****

Dear Ms. *****

Thank you for the opportunity
to address the concerns presented by Ms. ******** First and foremost, we
apologize for the experience. This is certainly not our standard of service,
and we take matters like this one very seriously.

After receiving this
notification, our team reviewed the account in question and reached out to Ms. ********
and we believe we have resolved Ms. ********* complaint.

Please contact me
directly if you need additional information.

Sincerely,

Josh B***
Rumpke Waste and
Recycling
Customer Service Manager
Initial Complaint
Date:08/22/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Rumpke reported that they did not attempt to pick up our trash can until August 2023.

Rumpke told us we were owed $78.13 as a refund for services charged that were not rendered. They then mailed a check for $28.13. They took $50 from us without any explanation as to why. When we called, they said it was because of the failed attempt in August to pick up the trash can. I want the $50 returned because they failed to pick it up in the time frame they set, and I want proof that we do not own the trash can, which is $90-$100 in value.
Business Response
Date: 08/25/2023
August 24, 2023

Better Business
Bureau
Attn: ***** ****
Marketplace Resource Consultant
************************
Phone: ###-###-####

RE: Complaint
number ********
****** *******
**** ******** **** ** **
******** ** *****
Daytime Phone: ###-###-####
E-mail: *********************

Dear
*** ****,

Thank
you for the opportunity to address **** ********* issue. First and foremost, we
apologize for the experience and undue frustration. We take matters like this
one very seriously and want to make things right.

We
spoke with **** ******* on 8/23/2023 and advised we have issued the refund in
the amount of $50.00. We received confirmation from our operations team that the
container was removed today.

We
appreciate **** ********* time and patience in working with us to resolve this
issue.

Sincerely,

Connie
H*******
Customer
Service Manager, ********** Region
Rumpke
Waste & Recycling
Initial Complaint
Date:08/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I did speak with them, the trash has finally been collected however the trash can has still not been picked up and should have been by now. Once the can is picked up I will be satisfied.

Regards,

***** ******

't call the day after service to let them know it was missed (but I did call the following Monday regarding the $5 bill and they were notified it wasn't picked up) but I called the day of service and canceled they will not come pick my trash up unless I reinstate service. I canceled my service because a simple service that I already paid for wasn't being done and now I'm being told there is nothing they will do when I have a dumpster full of trash that has been sitting at the end of my drive for going on 3 weeks now and when they come to get the trashcan because it's a different company they won't be able to and they will try to charge me $50 because I STILL can't get anything done about this. All I want is the trash and the trash can picked up, I shouldn't of had to call, now going on 8 phone calls in a month and I still have 3 weeks worth of trash sitting at the end of my driveway.
Business Response
Date: 08/17/2023
August 16, 2023

Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite
600
Cincinnati, OH 45202

Complaint ID: ********
***** ******
*** * ******* **
********* **** *****

Dear *** ****,

Thank you for the
opportunity to address the concerns presented by *** ******. First and
foremost, we apologize for the experience. This is certainly not our standard
of service, and we take matters like this one very seriously.

After receiving this
notification, our team reviewed the account in question and reached out to *** ******, and we believe we have resolved *** ******** complaint.

Please contact me
directly if you need additional information.

Sincerely,

Juanita H*****
Rumpke Waste and
Recycling
Customer Service Supervisor

Business Response
Date: 08/23/2023
Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite
600
Cincinnati, OH 45202

Complaint ID: ********
***** ******
*** * ******* **
Danville,
Ohio 43014

Dear *** ****,

Thank you for the
opportunity to address the additional concerns presented by *** ******.

The cart in question was
removed on 8/17. Our operations manager
reached out to *** ****** to confirm but was only able to leave a message.

We believe we have resolved
*** ******** additional concerns.

Please contact me
directly if you need additional information.

Sincerely,

Josh B***
Rumpke Waste and
Recycling
Area Customer Service Manager
Initial Complaint
Date:08/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Rumpke trash services. The service is suppose to be picked up on Fridays. The last 6 Friday they have not picked up the trash for the entire street. I have called multiple times, my neighbors have called multiple times, trash has been all over this state road that is heavily traveled. There has also been trash cans in the road because owners have been leaving the trash out for multiple days hoping things would get picked up. Every call has resulted in them saying it will be picked up within 48 hours but that never happens. This is a huge problem! It needs to be corrected and the people that live on this street need their fees refunded!
Business Response
Date: 08/16/2023
August 16,
2023

Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE:
Complaint number ********
****** *******
**** **** ***** **
*********** ** *****

Dear *** ****,

Thank
you for the opportunity to address *** ********* concerns. Customer service is
very important to us, and we take her complaint seriously.

We
apologize for the frustration *** ******* has expressed as this is certainly
not Rumpke’s standard of service. We can confirm that *** ********* trash was
picked up on August 10, 2023. We have addressed the issues regarding the
service with our operations team and are confident the issue is resolved.

We
were unable to reach *** ******* by phone but would appreciate the opportunity
to discuss this resolution. She is welcome to call me directly at
###-###-####.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
Date:08/09/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** ******
Business Response
Date: 08/14/2023
August 14,
2023

Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202

RE:
Complaint number ********
*** ******
*** *** *** **
*************** ** *****

Dear Ms. *****

Thank
you for the opportunity to address Mr. ******** concerns. Customer service is
very important to us, and we take his complaint seriously.

We
apologize for the frustration Mr. ****** has expressed as this is certainly not
Rumpke’s standard of service. We can confirm that after speaking to Mr. ****** on
Tuesday, August 8, 2023, this matter is resolved.

Should
Mr. ****** require further assistance he is more than welcome to contact me
directly. My phone number and direct extension are ************** ext. *****

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
Date:08/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Originally our trash pickup services were with *** ******* they sold out to ***** ********, no issues with either of these services even in the transition.
***** recently sold out to Rumpke and we were informed during the transituon that our pickup day would be the same.
Therefore set our trash out by the road on Sunday evening for Monday pickup. First time, no service called on Tuesday they stated they would pick it up in 24 to 48 hours. Picked up closer to 48 hours.
This past Sunday July 30, set trash out by road, no service again. Called Tuesday to inform was was told 24 to 48 hours again. Thursday came and went with no service still.
Called again Friday morning to file a complaint and wanted to speak with the operations supervisor. The costumer service representative asked if it was in regards to the trash and if still had not been picked up. I told her yes and that I wanted to talk to a supervisor. She took my phone number and told me that the local operation supervisor would call me. I asked when would they call me. She stated they have 48 hours to respond.
Of note, we have never been provided with a container so the trash bags are in commercial trash bags at the end of my driveway since Sunday the 30th.
While writing this complaint just now, my complaint to them must have been heard. My trash was picked up at 11:50am Friday August 4th.
They have been paid through August from us through the company they bought out. Would like to see them provide the services they are contracted for through the end of August.
Business Response
Date: 08/07/2023
August 7, 2023

Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite
600
Cincinnati, OH 45202

Complaint ID: ********
**** ******
*** * ***** ****
***** ** *****

Dear *** ****,

Thank you for the
opportunity to address the concerns presented by *** ******. First and
foremost, we apologize for the experience. This is certainly not our standard
of service, and we take matters like this one very seriously.

After receiving this
notification, our team reviewed the account in question and reached out to *** ****** and were able to resolve the complaint. We believe we have satisfied all
of *** ******’ concerns.

Sincerely,

Josh B***
Rumpke Waste and
Recycling
Area Customer Service
Manager

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